Securing Client Data in Online Booking Systems: Essential Privacy Protocols

Online booking systems like TIMIFY help streamline all facets of scheduling, from managing big tasks like organizing enterprise-level recruitment to enhancing user interfaces by simplifying customer appointments.

When using this innovative software, it’s important to keep client data secure by following some essential privacy protocols.  

Let’s dive into the different ways you can secure client data in online booking systems in a legally compliant manner. 

How To Secure Client Data in Online Booking Systems

Websites rely on online booking systems to simplify the administrative aspects of scheduling, which leads to more efficiency for your consumers and business. 

However, these systems typically collect personal information from users, a category of data that’s protected by different data privacy laws.

While you can use personal information to enhance the customer experience, monitor marketing campaigns, and create better products, you’re also responsible for keeping that data safe from unauthorized access, breaches, and other security risks.   

For example, an online booking form may ask for the following identifiers from users: 

• First and last names
• Home addresses
• Email addresses
• Zip codes
• Medical records

When you store this information, you must implement proper security measures to keep it safe, which may include: 

• Data encryption
• Data anonymization
• Access controls
• Secure data storage
• Approved data transfers
• Posting a comprehensive privacy policy
• Proper training and education for your team

The industry you’re in also impacts the requirements you must follow regarding the safety of client data. 

For example, doctors' offices or those in the medical field must align their data collection, processing, and security procedures with the Health Insurance Portability and Accountability Act (HIPAA).

Those in the finance industry must abide by the Gramm-Leach-Bliley Act (GLBA). 

We’ll discuss laws in more detail later in this guide, but for now, let’s review the essential privacy protocols for your online booking system.  

Essential Privacy Protocols for Online Booking Systems

​​​​​​​To keep your consumer information safe, remember the following essential privacy protocols when adding an online booking system to your website or app.  

Limit Data Collection 

You should limit the data you collect from users through your online booking form to what is necessary for scheduling.

You shouldn’t ask for extra details or collect unneeded information just for the sake of it.

If you fall under any data privacy law, collecting more information from users than what’s considered reasonable could be a direct violation, leading to fines or other penalties. 

Plus, collecting more information than you need leaves it at risk of falling victim to a cyber breach or attack. 

Be Transparent About Your Data Processing Protocols

If you have an online booking system on your website, add a live link to your privacy policy somewhere near the form and be transparent about how it collects and possible shares the data. 

A website privacy policy typically includes the following details: 

• What personal data you collect
• Why you collect the data
• How the data is collected and used
• If you share or sell it to any third parties
• The categories of the third parties themselves
• What rights users have over their personal data
• How those users can follow through on their rights or appeal your decisions
• Your company contact information

Depending on your industry and whether any laws apply to you, you might need additional clauses, such as if you target children under age 13 or transfer data internationally. 

To easily make one of these documents, consider using a privacy policy generator. 

Manage Access to the Data

It’s essential to manage who has access to the personal data your website collects, which includes the data gathered through an online booking system. 

Only give access to the people who absolutely need it as part of their job responsibilities. 

For example, your customer support team might need access to scheduling information, but a marketing team might not. 

Limiting access this way helps minimize the chances of someone accidentally exposing it to a cyber threat. 
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Other Considerations

It’s helpful to implement a few other privacy protocols to secure your clients’ data, for example: 

• Train your team: If possible, introduce everyone to data privacy and security training. This will put everyone on the same page; people will better understand their responsibilities and know what processes to follow if they notice any weak spots or breaches of protocol. 
• Establish your data retention policy: Have a clear plan for how long you retain data collected through your online booking system. Once it’s no longer necessary to store the data, determine how you’ll safely delete the information in a legally compliant manner. 
• Audit and update your security protocols: Establish a process for auditing and evaluating your data security protocols to ensure they’re still valid and applicable. It’s also a good idea to regularly verify that your third-party online booking system is safe and free of security vulnerabilities.
• Be transparent with clients about your data processing: Be honest and transparent with your clients about what personal data you’re collecting from them, how, and what you do with that information. If a breach ever occurs, they’ll know what data of theirs may have been compromised and can make an informed decision to best recover and protect themselves. 

Data Privacy Laws that Impact Client Data in Online Booking Systems

Because so many industries depend on online booking systems, several laws could impact how you collect, process, and store client information.

The following data privacy laws, for example, outline requirements for privacy notifications and consent management for general consumers:

• Australia Privacy Act 1988 (the Privacy Act): This law protects Australian consumers but can apply to entities worldwide. If it applies to your business, you must post a compliant privacy policy and follow all Australian Privacy Principles.  
• Brazil’s General Personal Data Protection Law (LGPD): This law protects residents of Brazil and can apply to businesses located anywhere in the world. 
• California Consumer Privacy Act (CCPA): Regardless of where you’re located, if you have visitors from California on your website and meet certain data collection and monetary thresholds, this law applies to you. It affects your privacy policy and gives users the right to opt out of processing that may affect the data you gather from a scheduling form. 
• General Data Protection Regulation (GDPR): Known as the strictest privacy law in the world, the GDPR applies to any business in Europe or websites available to people in Europe that monitor their online behavior. It impacts what goes into a privacy policy and when you present users with a privacy notice.
• South Africa’s Protection of Personal Information Act (POPIA): Designed based on the GDPR, the POPIA also has an extraterritorial scope and can apply to businesses located anywhere in the world. 

If you use an online booking system and one or more of these laws apply to you, include a link to your privacy policy and ask the user to take an action, such as select a checkbox, to denote that they've read and agree to your policy.

This next batch of laws addresses different industries where data collection often occurs, including finance, medical, children, and health insurance: 

• Children’s Online Privacy Protection Act (COPPA): This federal law applies to any business that targets minors under age 13 in the U.S. and it outlines several strict privacy notification and consent requirements that impact online booking forms. 
• Gramm-Leach-Bliley Act (GLBA): The GLBA is a federal U.S. law that applies to financial institutions and anyone that collects, processes, and uses financial data, including banks, credit unions, and advisors. It outlines privacy policy requirements and dictates how and why you request information from clients, including through an online scheduling form. 
• Health Insurance Portability and Accountability Act (HIPAA): HIPAA is a federal U.S. law that impacts how entities collect, process, use, and distribute patient’s health and medical data. It outlines requirements for privacy policies, which would include data collected by a booking system. 

These laws also impact what goes into a privacy policy and when you present it to your clients. 

So, when requesting certain types of information from users on a form for booking an appointment online, financial advisors must ensure they’re meeting all aspects of the GLBA, medical practices must follow HIPAA, and so on.

You must ensure you follow all the laws that apply to your business. 

Security Protocols to Help Protect Client Data

The following security protocols are commonly used to protect client data by entities that rely on an online booking system: 

• Data encryption: This technique transforms data into an unreadable, encoded format that can only be recovered with a key.   
• Data anonymization: This is a technique for removing identifiable details from data sets and replacing them with unidentifiable or anonymous data.   
• Firewalls: Firewalls are networks of security systems that block unauthorized access and act as a barrier between trusted and untrusted networks. 

Ethical Considerations for Data Collection

Any business that collects personal data from consumers has an ethical responsibility to handle the information in a way that respects the individuals who provided it. 

Remember, the data represents real people — your clients. 

Keep the following considerations in mind to build trust with your clients and show them that you prioritize keeping their data private and secure: 

• Be honest and transparent: Make sure you present all clients with a clear, honest privacy policy. It should be linked at the bottom of the form used for your online booking system.  
• Obtain and document client consent: Following any applicable privacy laws, request consent from your clients and explain how they can change their minds at any time. Consider using a cookie banner and keeping a log of your users' consent choices.  
• Make it easy for clients to follow through on their privacy rights: Add a data subject access request form to your site and explain how clients can submit requests to follow through on any applicable data privacy rights they might have. 
• Rectify mistakes: If a client tells you there’s an error in the data you’ve collected about them, have a process in place for correcting the information in a legally compliant way. 
• Let clients know when your privacy protocols change: Your data collection practices might change, and if they do, make sure you have a plan for communicating those changes to your clients and re-obtain consent from them as needed. 

Final Thoughts

Online booking systems like TIMIFY offer consumers great convenience, but they also collect personal information when people fill out and submit the form. 

Implementing a few basic, essential privacy protocols reassures consumers that you're keeping that data secure from bad actors and unauthorized access. 

This proactive approach helps foster a relationship of trust with your consumers and leads to safer, more sustainable data processing practices for your business.